Creating Reward Program Activities

Program Managers can create reward program activities for program members to claim. Reward activities can be automatically tracked and will automatically dispense rewards upon activity completion. Reward claims can also be configured for members to submit through customizable claim forms. Each reward activity defines what action qualifies for rewards, how much users earn, and how frequently rewards can be claimed.

Requirements

To add activities to reward programs, users must be assigned a security role with one of the following permissions:

Administrator System Role
Additional Settings: Access Rewards Enabled

Before You Begin

Before creating reward program activities, ensure the following:

At least one reward program has been created and is accessible
You understand the difference between automatic and claim-based reward assignment
For automatic activities with conditional logic, you have identified the specific criteria that should trigger rewards
For claimable activities, you have determined what information needs to be collected through claim forms
You have established appropriate reward values that balance motivation with program budget

Understanding Activity Types

The Rewards Module supports eleven distinct activity types:

Automatically Tracked Activities:

Login: Rewards users for authenticating to the portal
Content View: Rewards users for viewing specific content items
Course Completion: Rewards users for completing training courses
Deal Registration: Rewards users for submitting deal registrations (creates leads in CRM)
Qualified Deal Registration: Rewards users based on qualified opportunities (CRM opportunities)
Idea Submission: Rewards users for submitting ideas through the Ideas module
Event Registration: Rewards users for registering for events
Classroom Training: Rewards users for attending classroom training sessions

Manual Claim Activities:

Claimable Activity: Rewards users for completing activities that require manual claim submission with customizable forms

Assignment Methods:

Automatic: System automatically assigns rewards in real-time when activities are completed and any conditional logic criteria are met. No claim submission required.
Claim Submission: Users manually submit claims through customizable forms for administrator or program manager review and approval.

Conditional Logic Support:

The following activity types support conditional logic to refine reward eligibility:

Deal Registration
Qualified Deal Registration
Course Completion
Idea Submission
Event Registration

For detailed information about each activity type, see Understanding Reward Activity Types.

To create a reward program activity:

In the Setup Home page, click Create > Rewards.
Select the reward program for which you want to create an activity.
Under the Reward Activities tab, click New.
Configure the Details tab:
Name
- Enter a descriptive activity name that clearly identifies what action qualifies for the reward
- The activity name is displayed to users as rules of the reward program
- Keep names as short as possible while remaining descriptive
- Examples: "Complete Product Training", "Submit Qualified Opportunity", "Register for Partner Summit", "Provide Customer Feedback"
Description
- Describe the purpose of this reward activity
- Explain what users need to do to qualify for the reward
- Include any specific requirements, quality criteria, or documentation needs
- This description helps users understand the conditions under which they can receive the reward
- Use clear, specific language to avoid confusion about eligibility
Reward Details Section:
Reward Type
- This field displays the program type (Points Reward or Cash Reward) and cannot be changed
- The reward type is inherited from the parent reward program
- To offer different reward types, create separate programs for points and cash
Activity Type
- Select the type of activity that should be rewarded from the dropdown:
  - Login
  - Content View
  - Deal Registration
  - Qualified Deal Registration
  - Course Completion
  - Idea Submission
  - Event Registration
  - Classroom Training
  - Claimable Activity
- The activity type determines whether automatic or claim-based assignment is available
- Some activity types enable additional configuration fields (Training Course, Reward Value Type, Amount Field)
Assignment Method
- Select how users will receive the reward:
  - Claim Submission: Users must manually submit claims through a form. Administrators or program managers review and approve claims before rewards are distributed.
  - Automatic: System automatically assigns rewards in real-time when the activity is completed and any conditional logic criteria are met.
- Not all activity types support both methods
- Claimable Activity type only supports Claim Submission
- Most automatically tracked activities support Automatic assignment
- Automatic assignment reduces administrative overhead and provides immediate user gratification
- Claim submission enables validation and documentation collection for activities requiring verification
Training Course(appears only when Activity Type is "Course Completion")
- Select a specific training course or learning path that the user must complete
- If a specific course is selected, rewards are only distributed when that exact course is completed
- Leave blank to reward completion of ANY course in the training module
- Use specific course selection to incentivize strategic training priorities
- Use blank selection to encourage broad learning and skill development
Reward Value Type(appears only when Activity Type is "Qualified Deal Registration")
- Select the calculation method for the reward value:
  - Fixed Amount: Users earn a specified point or cash amount regardless of deal size
  - Percentage Of: Users earn a percentage of a selected currency field from the CRM opportunity
- Percentage-based rewards scale reward amounts based on deal value, increasing motivation for larger opportunities
Amount Field(appears only when Activity Type is "Qualified Deal Registration" and Reward Value Type is "Percentage Of")
- Select the opportunity currency field that will be used to calculate the reward amount
- Available fields include all currency fields from the CRM opportunity object such as:
  - Deal Amount
  - Revenue
  - Expected Revenue
  - Custom currency fields
- The percentage value entered in the Value field will be applied to the selected currency field
- Calculation occurs automatically when the opportunity meets conditional logic criteria
Value
- Enter the reward value:
  - For fixed rewards: Enter the exact number of points or cash amount
  - For percentage-based rewards: Enter the percentage value (e.g., enter "5" for 5%)
- Consider program budget and desired motivation levels when setting values
- Higher values increase participation but may exceed budget constraints
- Lower values may not provide sufficient motivation for desired behaviors
- Test different values with pilot groups to identify optimal amounts
Reward Settings Section:
How often?
- Select how often the reward will be given:
  - Once: Users can earn the reward only one time ever
  - Every Time: Users earn rewards for each qualifying action with no limits
  - Every Month: Rewards reset on the 1st of each calendar month
  - Every Quarter: Rewards reset at the beginning of each calendar quarter
  - Every Year: Rewards reset at the beginning of each calendar year
  - Custom: Reward resets based on administrator-defined time periods (configurable in days)
- Choose frequency based on desired behavior repetition and budget constraints
- "Once" works well for one-time onboarding activities
- "Every Time" encourages ongoing repetitive behaviors
- Time-based resets (Month, Quarter, Year) create recurring opportunities and consistent earning patterns
Frequency
- Enter a number to determine how many times the action can be claimed within the time range
- This field works in conjunction with "How often?" to control reward limits
- Example: "Every Month" with Frequency "3" allows users to earn the reward three times per calendar month
- When users complete the action enough times to meet the frequency limit, they receive the reward
- The counter resets based on the "How often?" setting
- Example: User completes 3 courses in January with "Every Month" and Frequency "3" = reward earned. User must wait until February 1st to start earning again.
Custom Configuration(appears only when "How often?" is set to "Custom")
- Time Range (Days): Enter the number of days defining the custom time period
- Frequency: Enter how many times the action can be claimed within that time period
- Example: Time Range "30" with Frequency "2" allows earning the reward twice every 30 days on a rolling basis
Active
- Check the checkbox to make the reward activity active
- Only active reward activities can be earned by users
- Inactive activities remain in the program configuration but are not visible to users and do not distribute rewards
- Use inactive status to prepare activities before program launch or to temporarily pause specific activities
Configure the Claim Form tab (applies only to activities with Assignment Method "Claim Submission"):
Fields can be selected that will be built into a reward claim form for users to submit.
To add a claim form field:
a. Click Add Field.
b. Configure the field settings in the Field Details dialog:
Label
- Enter the field label that will be displayed to users
- Use clear, descriptive labels that indicate what information is required
- Examples: "Training Completion Date", "Opportunity ID", "Event Name", "Supporting Documentation Description"
Type
- Select the form field type from the dropdown:
  - Text: Single-line text input for short responses
  - Long Text: Multi-line text area for detailed descriptions
  - Email: Email address input with validation
  - Date: Date picker for selecting dates
  - Checkbox: Boolean yes/no selection
  - List: Dropdown selection with administrator-defined options
- Choose the field type that best captures the required information format
List Options(appears only when Type is "List")
- Enter each dropdown option on a separate line
- Options will appear in the dropdown in the order entered
- Example:
```
Option 1Option 2Option 3
```
Mandatory
- Check this checkbox to make the field required for claim submission
- Users cannot submit claims without completing mandatory fields
- Mark fields as mandatory only when information is absolutely essential for claim validation
- Too many mandatory fields increase abandonment risk
Description
- Optionally enter a description or help text for the form field
- Descriptions appear below the field to provide guidance or examples
- Use descriptions to clarify what information is needed, acceptable formats, or where users can find required data
- Example: "Enter the Salesforce Opportunity ID (format: 006XXXXXXX)"
c. Click Save to add the field to the claim form.
d. Repeat steps a-c to add additional fields as needed.
e. Reorder fields: Drag and drop form fields to reorder them using the 'question mark' icons.
- Arrange fields in logical order that guides users through claim submission
- Place most important or frequently-needed fields first
- Group related fields together
Claim Form Best Practices:
- Request only essential information needed for claim validation
- Use clear, specific labels and helpful descriptions
- Minimize mandatory fields to reduce submission friction
- Test claim forms with sample users before program launch
- Note: File upload fields are not currently supported
Click Save Changes to create the reward activity.

Configuring Conditional Logic

For activity types that support conditional logic (Deal Registration, Qualified Deal Registration, Course Completion, Idea Submission, Event Registration), you can add conditions to refine reward eligibility.

To add conditional logic:

Create or edit a reward activity with a supported activity type.
In the Details tab, locate the Conditional Logic section (appears below Reward Settings for supported activity types).
Click Add Condition.
Configure the condition:
- Field: Select the field from the related object (Course, Deal Registration, Opportunity, Idea, Event)
- Operator: Select the comparison operator:
  - Equals, Not Equals, Contains, Does Not Contain
  - Greater Than, Less Than, Greater or Equal, Less or Equal
  - Is Blank, Is Not Blank
- Value: Enter or select the comparison value
Add additional conditions as needed by clicking Add Condition.
Configure the Condition Logic using numbered condition references and AND/OR operators:
- Example: 1 AND 2 requires both conditions to be true
- Example: 1 OR 2 requires either condition to be true
- Example: (1 OR 2) AND 3 requires condition 3 plus either condition 1 or 2
Click Save Changes.

Conditional Logic Examples:

Course Completion with Quality Threshold:

Condition 1: Course Status = Completed
Condition 2: Course Score >= 80
Logic: 1 AND 2
Result: Users earn rewards only when they complete the course with a score of 80% or higher

Qualified Deal Registration with Size Requirement:

Condition 1: Opportunity Stage = Closed Won
Condition 2: Deal Amount >= 50000
Logic: 1 AND 2
Result: Users earn rewards only when opportunities close with values of $50,000 or more

Event Registration for Specific Event Types:

Condition 1: Event Type = Partner Summit
Condition 2: Event Type = Technical Training
Logic: 1 OR 2
Result: Users earn rewards for registering for either Partner Summits or Technical Training events

Testing Conditional Logic:

Test conditions with sample data before activating activities
Verify that AND/OR operators produce intended results
Check that field values trigger rewards appropriately
Test edge cases and boundary conditions

After Creating a Reward Activity

After the reward activity is created, complete the following tasks:

Test the Activity: Before broad deployment:
- For automatic activities: Complete the activity with a test user and verify rewards are assigned correctly
- For claimable activities: Submit a test claim and review the form presentation and submission workflow
- Verify that conditional logic (if configured) correctly filters reward distribution
- Check that frequency limits work as intended
Communicate to Users: If "Display Rules Automatically" is enabled in the program:
- Users will immediately see the new activity and can begin earning rewards
- Consider sending announcements highlighting new earning opportunities
- Provide clear instructions on how to complete the activity
- For claimable activities, explain the claim submission and approval process
Monitor Activity Performance:
- Track participation rates and completion volumes
- Review claim submissions for claimable activities
- Identify any common issues or questions from users
- Analyze whether reward values are appropriate for desired behavior motivation
Optimize Based on Feedback:
- Adjust reward values if participation is too low or too high
- Refine conditional logic if rewards are distributed too broadly or too narrowly
- Simplify claim forms if abandonment rates are high
- Modify frequency settings if users are reaching limits too quickly or too slowly

Cloning a Reward Activity

To clone an existing reward activity:

In the Setup Home page, click Create > Rewards.
Select the reward program containing the activity you want to clone.
Select the Reward Activities tab.
Next to the reward activity you would like to clone, click the arrow dropdown.
Click Clone.
The system creates a copy of the reward activity including:
- Activity name, description, and activity type
- Assignment method and reward value configuration
- Training course selection (if applicable)
- Reward value type and amount field (if applicable)
- How often and frequency settings
- All conditional logic conditions and logic
- All claim form fields and settings
- Active status
Update the cloned reward activity details:
- Change the Name to differentiate from the original
- Modify Description if needed
- Adjust Value if different reward amounts are desired
- Update Conditional Logic if different criteria should apply
- Modify Claim Form fields if different information is needed
Click Save Changes to create the cloned activity.

Cloning Best Practices:

Clone activities to create similar rewards for different courses, events, or deal types
Use cloning to create tiered reward structures (Bronze/Silver/Gold levels with different values)
Clone successful activities from one program to another to accelerate configuration
Always review and update cloned conditional logic to ensure criteria match the new context

Editing a Reward Activity

To edit an existing reward activity:

In the Setup Home page, click Create > Rewards.
Select the reward program containing the activity.
Select the Reward Activities tab.
Click the activity name or click the arrow dropdown and select Edit.
Modify any activity settings on the Details or Claim Form tabs.
Click Save Changes to update the activity.

Important considerations when editing:

Activity Type cannot be changed after creation
Changes to conditional logic apply immediately and affect future reward distribution
Changes to "How often" and Frequency settings apply to new earning cycles
Claim form modifications do not affect previously submitted claims
Deactivating an activity immediately prevents users from earning that reward

Deleting a Reward Activity

To delete a reward activity:

In the Setup Home page, click Create > Rewards.
Select the reward program containing the activity.
Select the Reward Activities tab.
Next to the reward activity you want to delete, click the arrow dropdown.
Click Delete.
Confirm the deletion.

Important deletion considerations:

Deleting an activity removes it from the program permanently
Previously earned rewards for the deleted activity remain in user reward histories
Users can no longer earn rewards for the deleted activity
Pending claims for the deleted activity may become orphaned
Deletion cannot be undone
Consider deactivating activities instead of deleting to preserve configuration and historical context

Best Practices and Recommendations

Strategic Activity Selection: Choose activity types that align with specific business objectives. Automatic activities reduce administrative burden and provide immediate gratification, while claimable activities enable documentation collection and validation for behaviors requiring verification.

Appropriate Reward Values: Set reward values that balance motivation with budget sustainability. Test different values with pilot groups to identify amounts that drive desired participation without exceeding budget constraints. Consider scaling values based on activity difficulty or strategic importance.

Frequency Optimization: Configure "How often" and Frequency settings to encourage desired behavior repetition without allowing excessive earning. Monthly resets work well for ongoing activities, while "Once" is appropriate for one-time onboarding tasks.

Conditional Logic Precision: Use conditional logic to ensure rewards are distributed only when specific quality criteria are met. Test conditions thoroughly with sample data before activation to verify intended behavior and avoid unintended reward distribution.

Claim Form Simplicity: Design claim forms that request only essential information. Each additional field increases abandonment risk. Use clear labels, helpful descriptions, and appropriate field types to guide users through submission.

Clear Activity Descriptions: Write descriptions that explicitly state what users must do to qualify for rewards, including any quality requirements, documentation needs, or approval criteria. Clear communication reduces confusion and inappropriate claim submissions.

Consistent Naming Conventions: Use consistent naming patterns across activities to help users quickly understand earning opportunities. Include key information in activity names such as the action required and reward amount.

Regular Review and Optimization: Monitor activity performance metrics including participation rates, claim volumes, approval rates, and user feedback. Adjust configurations based on data to optimize engagement and alignment with objectives.

Troubleshooting Tips

Issue: Automatic rewards are not being assigned when activities are completed
Solution: Verify that Assignment Method is set to "Automatic" not "Claim Submission". Check that the activity is marked as Active. Review conditional logic to ensure users meet all criteria. Verify that "How often" and Frequency limits have not been exceeded for the user. Check that the parent reward program has "Display Rules Automatically" enabled.

Issue: Users cannot see the reward activity
Solution: Confirm that the activity is marked as Active. Verify that the parent reward program is Active. Check that "Display Rules Automatically" is enabled in the Program Description tab. Ensure users are part of the program audience.

Issue: Conditional logic is not working as expected
Solution: Review field types and comparison operators used in conditions. Verify that AND/OR logic is structured correctly for desired conditions. Test with known sample data to validate that logic produces expected results. Check that the referenced fields contain expected data values.

Issue: Claim form fields are not appearing in the correct order
Solution: Edit the reward activity and navigate to the Claim Form tab. Use drag and drop functionality with the 'question mark' icons to reorder fields. Save changes and test the claim submission to verify new field order.

Issue: Users are receiving rewards more frequently than intended
Solution: Review the "How often?" and Frequency settings. Ensure the correct time period is selected (Once, Every Month, etc.). Verify that the Frequency number correctly limits the number of times rewards can be earned within the time period. Consider changing "Every Time" to a time-based reset if unlimited earning is not desired.

Issue: Percentage-based rewards are calculating incorrect amounts
Solution: Verify that the correct Amount Field is selected from the opportunity currency fields. Check that the Value field contains the percentage number (not decimal - enter "5" for 5%, not "0.05"). Review the opportunity records to confirm the currency field contains expected values. Test calculations with sample opportunities to validate formula.

Issue: Cloned activity contains outdated conditional logic
Solution: After cloning, carefully review the conditional logic conditions and update any field values, operators, or logic that should differ from the original activity. Test updated conditions with sample data before activating the cloned activity.

Issue: Claim submissions are being abandoned before completion
Solution: Review the claim form to identify potential friction points. Reduce the number of mandatory fields to only essential information. Add helpful descriptions to clarify what information is needed. Simplify field labels. Consider breaking complex forms into fewer, clearer fields. Test the form with sample users to gather feedback.

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